Customer Support Representative

3 days ago

Mumbai, Maharashtra, India -0d82-4abc-a587-48b39abf48ff Full time ₹ 33,60,000 - ₹ 40,00,000 per year

Customer Support Executive / Team Lead

Experience Required:

* Customer Support Executive: 0–2 years

* Team Lead: 4–6 years (with team management experience)

Key Skills & Requirements:

* Empathy: Understand and address customer concerns with patience and care.

* Product Knowledge: Deep understanding of our product/services to offer effective support.

* Problem-Solving: Quickly identify issues and provide timely resolutions.

* Project Management: Manage multiple tasks and customer accounts efficiently.

* Analytical Thinking: Use data and key metrics to drive decisions and demonstrate value.

* Team Management: (For Team Lead only) Proven experience in managing a team of 5–10

people.

What You'll Do:

* Customer Onboarding:

Guide new customers through the setup process to ensure a smooth and positive start.

* Customer Engagement:

Maintain regular communication to understand client needs, address concerns, and share

updates about new features and enhancements.

* Renewals & Retention:

Proactively manage customer renewals, showcase product value, and reduce churn.

* Customer Advocacy & Feedback Loop:

Represent the voice of the customer internally by sharing feedback with the product and

marketing teams.

* Upselling & Cross-Selling:

Identify and recommend suitable add-on features or services to maximize customer value.

* Metrics & Reporting:

Track and report on key success metrics like CSAT, NPS, churn rate, and product usage to

ensure a measurable impact on customer satisfaction.

* Issue Resolution:

Resolve escalations quickly while maintaining strong, positive customer relationships.

Ideal Candidate Profile:

* Strong interpersonal and communication skills

* Self-driven with a customer-first mindset

* Comfortable working in a fast-paced environment

* (For Team Leads) Experience mentoring and coaching a small team

Job Type: Full-time

Pay: ₹20, ₹28,000.00 per month

Work Location: Remote

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